BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Granite Outlet, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Granite Outlet, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Thang Lam, Owner Mr. Han Quach, Manager
Granite Building Materials Countertops
Products & Services
This company offers the sale of granite countertops, and kitchen and bathroom cabinets.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
10057 Mills Station Rd
Sacramento, CA 95827 (916) 368-1868 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: On Saturday jan 18th we drove to Granite Outlet Inc to look at their granite. We ended up finding something we liked so we went up to the counter and paid. We didn't have any straps to secure the granite so we told the employee that we were going across the street to a supply store to purchase some straps. They told us they had some we can buy. So we bought 2 of them (which was the suggested amount needed by the employee). Note:the straps were not in any kind of packaging when they handed them to us. The employees then loaded to granite in a wooden crate and placed it in our truck. The same employees then used the straps we had just purchased to tie everything together. They had us sign some type of waver before we left. (We were not given a copy)Only a few minutes from getting home, the granite fell over and broke to pieces. We stopped and took a look at the back and noticed one of the straps snapped. We were unable to return to Sacramento on Sunday (a 50 mile drive). On Monday January 20th we retuned to Granite Outlet Inc. with the granite still loaded on our truck. I went in and spoke to a young lady, I explained to her what happened. She told me that this has never happened before. She called her manager, I believe his name was ****. He was looking at the straps and then started talking to another man in their language. He then went to look at the granite in our truck. And continued to talk to the other man in his language. "****" then said he was going to go look at something. After about 10 minutes he came out with the waver we had signed a couple of days before. And said that there was nothing he can do for me. I read over the waver and it said " I acknowledged that Granite Outlet employees did inform me of the potential risk for my granite pieces breaking due to the way I secure my granite transport. I will not hold Granite outlet liable for any loses resulting from breakage of my granite pieces during transport."The issue is that THEY secured the granite with THEIR product.
Desired Settlement: I would like my money back.
Unfortunately, we're unable to refund *** ******* **** her money because we're not responsible for the breakage. The ratchet tie down we sold to her was made by Haul Master and we only assisted her to tie down her granite because she agreed to sign the waiver of responsibility. We do not help customer tie down their granites without the customer signing the waiver. It is the customer's responsibility to secure the granite once we loaded the granites onto their vehicles. The waiver clearly stated that we try our best to secure the granite for the customers if the customer requested our help, and that we're not responsible for any breakage as a result of us helping to secure the customer's granite. We've been in business for over ten-years, and we helped numerous
customers secured their granites and this is the first time that this
happened. There are many factors that can contribute to the breakage, like turning too fast, driving over a speed-bump too quickly, or driving over a big pot-hole. We understand that you're upset that your granites were broken but unfortunately, we cannot take responsibility for this breakage. The best to can do help you out is to offer you 30% off of the repurchase.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved